Quality of E-banking Services Impact on Customer Satisfaction: study on the banking sector in Libya

Abstract

Due to the explosive growth of the Internet and the globalization of the market, organizations are trying to draw customers on the violent competitive electronic market. Offering highly qualified electronic services is the only way to achieve a competitive advantage on the market. Therefore, the aim of this study was to examine how customer satisfaction is influenced by the quality of e-banking services. A total of 350 surveys were distributed among bank customers in the Libyan banking sector, 280 usable questionnaires were collected and analyzed, and the modeling of the structural equation with SPSS and AMOS (23) were used to analyze the collected data. The results show that all dimensions of the quality of e-banking services namely ease of use, efficiency, reliability, security and privacy, and responsiveness and communication, all have a significant connection with the customer's satisfaction, with security and privacy that have lower effects and reliability is the dimension with the strongest influence. This research provides important recommendations that aim to support assisting the bank in improving the quality of its electronic banking services.